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  • 1.  Call Priority between two queues assigned to an agent ?

    Posted 04-29-2019 04:26
    No replies, thread closed.
    Hi all,

    I want to know if possible on Purecloud to apply a priority between two queues assigned to an agent

    Let me explain you more details: we have an agent assigned to queue A and queue B, the both are active for him, so is it possible to give high priority for calls coming to queue A rather than queue B ?

    If you can confirm this and how to apply it 


    Thank you in advance.
    #PlatformAdministration
    #Routing(ACD/IVR)
    #Unsure/Other


  • 2.  RE: Call Priority between two queues assigned to an agent ?

    Posted 04-29-2019 10:25
    No replies, thread closed.
    You can assign priority to the call in the flow's transfer to ACD action.  https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

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    Melissa Bailey
    Genesys - Employees
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    Original Message


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